Privacy policy

This policy covers the Elsewhere VPN website, apps, and VPN service, presented under the SAMUR4I brand. “We” and “our” refer to the operator of Elsewhere VPN.

We do not keep logs of the websites you visit, DNS queries you make through the VPN, or the contents of traffic passing through the VPN.

To carry traffic, a VPN server must process network addresses and encrypted tunnel traffic while the connection is running. WireGuard maintains current peer connection information and traffic counters in memory. Device management uses recent connection activity to help you recognize your devices. These functions are different from keeping a browsing history.

The app can display connection details and diagnostic information. Website access and account-security records are also separate from browsing activity through the VPN. This policy does not promise that we collect no data or make you anonymous to websites you use.

• Account: email address, account identifier, email verification, authentication/session information, and subscription access. Supabase handles password authentication; passwords are processed securely for sign-in or reauthentication and are not written to application logs.
• Signup country: when you create an account on our website, Cloudflare estimates the country from your signup connection’s IP address. We automatically store the country code and capture time with your account. This feature does not store your IP address, city, precise location, or location history. A VPN, proxy, or travel can affect the estimate; unavailable and older records may show Unknown. This is not proof of residence or nationality.
• Devices: device name and platform, public device key, registration and recent-use times, authorized VPN locations, and session/authorization identifiers. Removal records prevent an old credential from restoring access.
• Payments: Stripe customer, subscription, payment, and refund identifiers, plan status, billing dates, and access eligibility. Payment details are entered in Stripe’s checkout; our application does not store your full card number or security code.
• Customer support: authorized staff can look up your account, billing contact information, masked payment details, and registered devices. When you contact support, we store your contact email, messages and attachments, email verification and delivery status, and relevant internal notes. Requests made while signed in are linked to that account. Signed-out requests do not establish account ownership. We keep request details, ticket and case status, issue category, priority, affected VPN location when provided to support, assignment and completion history, and a record of account searches, views, and changes, including the accounts involved and the staff member responsible.
• Operations: service health, aggregate server metrics, and limited diagnostic or security information. Hosting and authentication providers may process IP addresses, request times, device/browser details, and errors when you use the website or account services.
• Optional email updates: your email and consent record if you separately choose news and offers after deletion.

We receive information from you, your device, and service providers such as authentication and payment services. An account email and authentication information are needed to provide account access; payment confirmation is needed for paid VPN access.

We use account and payment information to provide the subscription you request. Device records enforce your plan’s device allowance and allow you to remove access. Support records help us resolve requests, track account changes, and compare issue types and service quality over time. For support requests, we also keep the estimated country from the request connection when an account signup country is unavailable. This is an approximate country, not a precise location or proof of identity. Signup country helps authorized staff find and group accounts, choose regional input formats, and identify patterns in support cases, such as connection problems reported by customers who signed up from the same country. It does not control subscription prices, refund eligibility, or VPN access. Security records protect accounts, investigate service failures, and prevent misuse. Limited payment history enforces the published refund offer and supports financial obligations. Optional marketing uses your separate consent.

Where applicable privacy law requires a legal basis, providing your account and subscription relies on performing our contract with you; proportionate security, refund-abuse prevention, and country-level support and service-quality analysis rely on legitimate interests; required financial records rely on legal obligations; and optional marketing relies on consent. These interests do not remove your privacy rights.

We do not sell browsing activity or use it for targeted advertising. The website does not include advertising trackers. Subscription and device checks automatically control VPN access based on payment status, registered devices, and revoked credentials. They do not use browsing history.

If you email support@elsewherevpn.com or reply to a support email, we process your email address, subject, message text, and message identifiers to create or update your ticket and prevent duplicate messages. These records follow the support-record retention periods below. We do not retain raw email files. Accepted customer images are processed to remove embedded metadata and stored privately with the conversation. Staff may send other file types through private conversation links. Attachments are available to the customer through their account or private conversation link and to authorized support staff; they are not publicly listed.

The website uses browser storage to keep you signed in, remember verified account presentation, finish email-link flows, and resume account-deletion progress. Session credentials may remain until you sign out, they expire or are revoked, or you clear site storage. The account-display cache expires after 24 hours. A deletion-progress receipt expires after 30 days.

The Apple app keeps authentication credentials in the device’s secure Keychain. Its account browser uses a temporary session. A one-use handoff between the app and website lasts up to 30 seconds.

Public Support center searches run in your browser. We do not send those search terms to a search service or save them as search history. Authorized staff account lookups use our authentication and payment services; the access history records the staff member, time, type of search or action, and the email addresses and identifiers of accounts returned or opened, including the account section viewed. It does not retain the raw search entry, such as a phone number, card digits, or billing address. Visiting a separate guide page still makes a normal website request. Payment and authentication providers have their own necessary storage and security practices.

Blocking site storage may prevent sign-in or email verification from working. Clearing site data does not cancel your subscription or delete your account.

• Supabase: account authentication and account records. Supabase privacy information.
• Cloudflare: website delivery, estimated signup country, account-service processing, support email delivery and routing, and storage for support, country, device, deletion, and refund controls. Cloudflare privacy information.
• Stripe and Link: checkout, subscriptions, transaction support, fraud prevention, and financial records. Our checkout uses Stripe Managed Payments, with Stripe acting as merchant of record for those transactions. Stripe privacy information.
• Akamai / Linode: hosting for the VPN infrastructure. Hosting and network operations have separate provider practices. Akamai privacy information.

Providers receive information needed for their role and may also have their own legal obligations. We may disclose information we hold when legally required or necessary to protect rights and security. We cannot provide browsing-history logs that we do not hold.

Service providers can process information outside your country.

• Account and active devices: kept while needed to operate your account. Completed account deletion removes the login, authentication credentials, registered devices, and the dedicated Stripe customer’s saved payment methods.
• Signup country: kept with your account and removed from the country directory and regional case summaries when account deletion completes. We do not retain a separate history of country changes.
• Removed devices: limited credential fingerprints, blocked session identifiers, and removal records remain while the account exists to prevent old authorizations from returning. Account deletion clears these records; the final account-revocation block expires after 24 hours.
• Deletion progress: a minimal completed-job record remains for up to 30 days. Unfinished cleanup retains the identifiers needed to complete it.
• Refund processing: limited payment/refund identifiers and retry status remain for up to 30 days after a request.
• Support records: tickets, attachments, ticket history, notes, case details, and account-change records remain while the account exists and are removed within 30 days after account deletion completes. Support trend records contain account and case identifiers, signup country, issue type, affected VPN location, priority, status, and event times. This event history is kept for up to one year and removed when account deletion completes. Current case summaries remain while the account exists. Uploaded files that are not sent with a message are removed within 48 hours. Signed-out support requests, conversations, attachments, and their regional summaries are removed after one year without activity. To prevent submission abuse, short-lived protected fingerprints of connection and email information are kept for up to 24 hours after the applicable rate limit expires; this feature does not store the connection IP itself. A separate staff-access history, containing staff names, staff and account identifiers, account email addresses, matched accounts, viewed sections, and action types, remains for up to one year.
• Lifetime refund eligibility: a protected fingerprint of your email, first payment date and identifier, and whether the offer was used remain while we operate the once-per-lifetime offer, including after account deletion, subject to applicable privacy rights and periodic review. A fingerprint is still personal data; it is not used for marketing.
• Optional marketing after deletion: your email and consent remain for up to 12 months, or until you unsubscribe earlier. Without that separate choice, your email is not kept for that purpose.
• Provider records: Stripe may retain transaction, invoice, dispute, and legally required records. Provider security logs and backups follow their own retention arrangements.

Deletion cannot restore your old account later. Signing up again with the same email creates a new account; it does not restart refund eligibility. Read the Refund policy before deleting if you want to request a refund.

Use Your account to manage your subscription and delete your account, and Device manager to remove authorized devices. Unsubscribe from optional updates using the link in a marketing email or deletion confirmation. Withdrawing consent does not affect earlier lawful processing.

Depending on your location, you may have rights to access, correct, export, erase, or restrict use of personal information and to object to processing, including processing based on legitimate interests. Exceptions may apply for necessary legal and security records. We may need to verify identity before acting on a request.

To exercise a privacy right or ask for review of an automated access or refund decision, contact customer support and select Privacy & data.

Where applicable, you can complain to your local data-protection regulator. In the UK, see the Information Commissioner’s Office.

We use encrypted connections, restricted server credentials, and device revocation to protect account access. No online service can guarantee absolute security. Protect your account password, verification links, and devices.

The service is not directed to children under 13. If information was provided by a child without required authorization, contact us through the support form so the issue can be reviewed.

We will update the date on this page when the policy changes and give additional notice or request consent when required. Changes do not make past privacy promises disappear.